# Records and fields that represent a consult or a transfer Canonical: https://warmtransfer.net/knowledge/wxcc-cdr-fields Last verified: 2026-09-15 Consult and transfer operations across Cisco reporting tools generate distinct records, identifiers, and metric counters[^18]. Tracking these interactions requires understanding how records persist or split across Webex Contact Center and Webex Calling[^14][^20]. ## Session records and lifecycle handling The Customer Session Record does not split on a consult[^14]. After the agent completes the transfer and wraps up, the Customer Session Record continues updating until either the customer or the consulted party disconnects[^14]. Furthermore, the Customer Session Record event grid carries consulting and consult-done as events inside a single session, and every state sets the update-session-attributes action[^9]. In contrast, Webex Contact Center generates a new Queue Record for consult activities, tracking metrics such as consult count and duration[^19]. This Queue Record remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends[^19]. The Queue Record carries a call leg identifier and a call leg count described as the number of call-leg records per interaction[^20]. A blind or consult transfer ends the current Queue Record and starts a new one[^20]. ## Identifiers and correlation keys 4 different identifiers join the parts of a transferred call[^18]: - A contact session identifier inside Webex Contact Center[^18]. - A child contact identifier for a consult to an entry point or dial number[^18]. - A correlation identifier within Webex Calling[^18]. - A transfer related call identifier across a transfer[^18]. The child contact identifier represents a consult to an entry point or dial number, but the value list for its accompanying child contact type is never published[^7]. Cisco describes the interaction identifier shared across products as a service-interaction correlation mechanism and not a universal call-chain identifier[^17]. In Webex Calling call detail records, a field named WxCC consult merge status specifies whether Webex Contact Center performed a transfer or conference on a consultative call[^10]. A value of No indicates that the leg was started as an agent's consult and was never merged into the customer call[^10]. ## Metrics and report fields A consult to queue counts as a presented call in Webex Contact Center[^12]. Specifically, calls presented is the sum of the queue count, the consult to queue count, and the outdial consult to queue count, while a handled consult lands in calls handled[^12]. Report layouts handle conference and consult details differently across distinct report types[^8]. The reporting table with a conference time column and no consult column is the Customer Assist Queue Call Details report of 41 columns[^8]. Conversely, the Webex Calling Call Queue Stats report has 24 columns and no conference column at all[^8]. Sources disagree regarding the definition of Consult Success Count, as the Analyzer guide describes Consult Success Count as incrementing on a failed dial number consult[^11]. Sources disagree on the definition of Number of Opt-outs: it is documented as a per-day count of contacts that opted out of a queue in the Customer Session Record and as a per-call-leg flag valued 1 or 0 in the Queue Record[^21]. In the field, swapped average consult formulas appear across 3 reports in the Analyzer guide[^6]. In the field, the Analyzer guide ships 67 consecutive rows of the Customer Session Record appendix table with empty field and data type cells, 4 of them outdial consult columns[^13]. Field reports suggest that the Analyzer guide defines the column Conference Transfer In Count twice in the table it introduces as the Agent Session Repository, once scoped to inbound only and once to both inbound and outbound[^16]. Field reports suggest that outdial is carried by a separately named column Outdial Conference Transfer In Count, and while an earlier corpus reading named a duplicated answer seizure ratio column, no column of that name occurs in the guide[^16]. ## See also - [What a transferred call leaves behind across Cisco products](https://warmtransfer.net/knowledge/webex-transfer-artefacts) - [What a consult produces in Webex Calling](https://warmtransfer.net/knowledge/webex-calling-consult-artefacts) - [The Analyzer record model](https://warmtransfer.net/knowledge/wxcc-analyzer-record-types) - [The Queue Record and what a queue counts at a transfer](https://warmtransfer.net/knowledge/wxcc-queue-record-fields) - [What the Webex Calling detailed call history records](https://warmtransfer.net/knowledge/webex-calling-cdr-reference) - [Webex Calling CDR schema and access](https://warmtransfer.net/knowledge/webex-calling-cdr) ## Applicability Applies to: Cisco Webex Contact Center, Cisco Webex Calling, and Cisco Webex Calling Customer Assist. Sources checked 2026-09-15. ## What remains uncertain The value list for the child contact type is explicitly not published by Cisco[^7]. In the field, the 67 appendix rows in the Customer Session Record table ship with empty field and data type cells[^13]. Sources disagree on whether Consult Success Count counts failures or is misdescribed, as the guide states it increments on a failed dial number consult[^11]. Content in regions of the Analyzer guide not analyzed by any tranche is not covered by the sources below. ## Sources [^1]: The child contact identifier does not appear in the Customer Session Record. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Customer Session Record field list. Checked 2026-09-05. [^2]: The Analyzer guide names 5 record types: Customer Activity Record, Customer Session Record, Agent Activity Record, Agent Session Record and Queue Record. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Types of Records Available in Each Repository table. Checked 2026-09-05. [^3]: The Analyzer guide describes the Queue Record as a later addition to the original four record types (Customer Activity, Customer Session, Agent Activity, and Agent Session Records). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Types of Records Available in Each Repository table. Checked 2026-09-05. [^4]: The record model is 2 activity and session pairs plus 1 leg record: an activity record is a single step and a session record is a sequence of them, on the customer side and the agent side, and the Queue Record is the only leg-shaped type. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record type definitions in the appendix. Checked 2026-09-05. [^5]: No campaign document describes a call detail record: the phrases CDR call detail and detail record occur 0 times across all 4 and both agent-facing articles use the words record and report 0 times. Source: [Webex Contact Center Campaign Manager User Guide version 4.2.1.2507](https://d38wuhq9pnj07a.cloudfront.net/pdf/e2fb45ce-95e2-4691-a4fc-48b8819e8389), The 4 campaign documents counted for CDR call detail and detail record. Checked 2026-09-15. [^6]: Swapped average consult formulas appear across 3 reports in the Analyzer guide (field report). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Consult measure definitions in 3 report sections. Checked 2026-09-05. [^7]: The child contact identifier is the field that represents a consult to an entry point or dial number, and the value list for its accompanying child contact type is never published. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record types appendix, child contact fields. Checked 2026-09-05. [^8]: The reporting table with a conference time column and no consult column is the Customer Assist Queue Call Details report of 41 columns; the Webex Calling Call Queue Stats report has 24 columns and no conference column at all. Source: [Reports for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/nmug598/Reports-for-Your-Cloud-Collaboration-Portfolio), Queue Call Details and Call Queue Stats column lists. Checked 2026-09-05. [^9]: The Customer Session Record event grid carries consulting and consult-done as events inside a single session, and every state sets the update-session-attributes action. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Customer Session Record event grid. Checked 2026-09-05. [^10]: Webex Calling call detail records carry a field named WxCC consult merge status, which specifies whether Webex Contact Center performed a transfer or conference on a consultative call; a value of No means the leg was started as an agent's consult and was never merged into the customer call. Source: [Reports for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/nmug598/Reports-for-Your-Cloud-Collaboration-Portfolio), Webex Calling call detail records field reference, WxCC consult merge status. Checked 2026-09-05. [^11]: The Analyzer guide describes Consult Success Count as incrementing on a failed dial number consult (disputed). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Consult measures definitions. Checked 2026-09-05. [^12]: A consult to queue counts as a presented call: calls presented is the sum of the queue count, the consult to queue count and the outdial consult to queue count, and a handled consult lands in calls handled. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Queue measures, Calls Presented definition. Checked 2026-09-05. [^13]: The Analyzer guide ships 67 consecutive rows of the Customer Session Record appendix table with empty field and data type cells, 4 of them outdial consult columns (field report). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Appendix, Customer Session Repository table, rows Manual Assign Contact Count to Terminated By. Checked 2026-09-05. [^14]: The Customer Session Record does not split on a consult: after the agent completes the transfer and wraps up, the record continues updating until either the customer or the consulted party disconnects. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record types appendix, consult operations passage. Checked 2026-09-05. [^15]: The Webex Calling detailed call history table publishes 87 columns. Source: [Reports for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/nmug598/Reports-for-Your-Cloud-Collaboration-Portfolio), Detailed call history field reference. Checked 2026-09-05. [^16]: The Analyzer guide defines the column Conference Transfer In Count twice in the table it introduces as the Agent Session Repository, once scoped to inbound only and once to both inbound and outbound; outdial is carried by a separately named column Outdial Conference Transfer In Count; an earlier corpus reading named a duplicated answer seizure ratio column and no column of that name occurs in the guide (field report). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Appendix, the table the guide introduces as the Agent Session Repository. Checked 2026-09-15. [^17]: Cisco describes the interaction identifier shared across products as a service-interaction correlation mechanism and not a universal call-chain identifier. Source: [Reports for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/nmug598/Reports-for-Your-Cloud-Collaboration-Portfolio), Webex Calling call detail records field reference, interaction identifier. Checked 2026-09-05. [^18]: Four different identifiers join the parts of a transferred call: a contact session identifier inside Webex Contact Center, a child contact identifier for a consult to an entry point or dial number, a correlation identifier within Webex Calling, and a transfer related call identifier across a transfer. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record types appendix and the Webex Calling call detail records field reference. Checked 2026-09-05. [^19]: Webex Contact Center generates a new Queue Record for consult activities, tracking metrics such as consult count and duration, and the record remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record types appendix, Queue Record. Checked 2026-09-05. [^20]: The Queue Record carries a call leg identifier and a call leg count described as the number of call-leg records per interaction, and a blind or consult transfer ends the current record and starts a new one. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Record types appendix, Queue Record fields. Checked 2026-09-05. [^21]: The field Number of Opt-outs is a per-day count of contacts that opted out of a queue in the Customer Session Record and a per-call-leg flag valued 1 or 0 in the Queue Record (disputed). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Appendix, Customer Session Repository table against the Queue Record table. Checked 2026-09-05. [^22]: Three reports, agent details, site and team, publish an average consult answer time computed from total consult duration over consult count, and an average consult time computed from consult answer duration over consult answer count (field report). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Agent details, site and team report parameter tables. Checked 2026-09-05. [^23]: Of the 86 parameter tables in the stock reports chapter, 37 count the contact session identifier, and 3 key on the agent session identifier instead. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Stock reports chapter, report formulas. Checked 2026-09-05.